Manage real-time workforce planning and scheduling for inbound/outbound contact center activity. Monitor adherence, adjust published schedules, coordinate contingency plans, deliver reports, and analyze workforce metrics to optimize staffing and service levels.

Serve as client advocate to retain and grow accounts by coordinating program delivery, providing consultative support, monitoring performance, recommending data-driven improvements, managing change, resolving client issues, and collaborating with internal teams and QA.

Manage and grow relationships with small and medium clients, support enterprise accounts, coordinate deliverables, provide consultative analytics-driven recommendations, resolve client issues, and assist Directors to ensure retention and service delivery.